Delivery Lead Senior Manager
Accenture Mumbai
Skill required: Talent & HR - Employee Data Process Design
Years of Experience:16 to 25 years
Ensure SLA / OLA compliance and service stability across geographies
Drive execution of productivity and transformation initiatives within delivery scope
Act as primary delivery interface for client HR Operations stakeholders
Support account-level strategy and transformation roadmap defined by CL5 leadership
What are we looking for? Experience in managing ANZ region clients
Candidate should be willing to work in Australia Standard working Hours
Ensure achievement of contractual SLAs, OLAs, and KPIs
Monitor queue performance, backlog trends, and turnaround times
Drive service quality and operational stability across locations
Lead service performance reviews and operational governance forums
Identify root causes of SLA breaches and implement corrective actions
Ensure compliance with service management frameworks
Drive continuous service improvement initiatives
Maintain delivery readiness across peak volume periods
Support service catalog optimization and standardization
Improve case routing efficiency and resolution timelines
Execute span-of-control and pyramid optimization initiatives
Support location mix optimization aligned to delivery strategy
Support rollout of digital HR enablement solutions
Drive adoption of self-service and case deflection initiatives
Deliver productivity improvements aligned with account roadmap
Engage with regional HR stakeholders and platform teams
Support governance discussions on delivery performance
Provide delivery insights and improvement recommendations
Build trusted relationships with client operational stakeholders
Monitor backlog trends and performance variances
Ensure accuracy and consistency of operational reporting
Support delivery forecasting and workload planning
Ensure SOP readiness and training completion
Lead delivery stabilization activities post-transition
Coordinate staffing readiness for new services
Support transition governance with mobilization teams
Address service disruptions and performance risks proactively
Resolve operational bottlenecks impacting service delivery
Escalate critical risks to CL5 leadership where required
Designation: Delivery Lead Senior Manager
Qualifications:Any GraduationYears of Experience:16 to 25 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers.Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Lead end-to-end delivery of assigned HR Shared Services towers (e.g., Core HR, Talent Acquisition Operations, Case Management, HRIS support)Ensure SLA / OLA compliance and service stability across geographies
Drive execution of productivity and transformation initiatives within delivery scope
Act as primary delivery interface for client HR Operations stakeholders
Support account-level strategy and transformation roadmap defined by CL5 leadership
What are we looking for? Experience in managing ANZ region clients
Candidate should be willing to work in Australia Standard working Hours
Knowledge of HCMs like SuccessFactors, Workday and Case mgmt tools like ServiceNow, Zendesk
Good Knowledge of Gen AI & Agentic framework & Practices. Should have some experience in implementing Gen AI/Agentic solutions in HR domainProfessional certifications in HR, project management (e.g., PMP), or technology platforms (e.g., Workday Certified) are advantageous.
Roles and Responsibilities: 1) Service Delivery Leadership
Manage end-to-end delivery of assigned HR service towersEnsure achievement of contractual SLAs, OLAs, and KPIs
Monitor queue performance, backlog trends, and turnaround times
Drive service quality and operational stability across locations
Lead service performance reviews and operational governance forums
- Operational Performance Management
Identify root causes of SLA breaches and implement corrective actions
Ensure compliance with service management frameworks
Drive continuous service improvement initiatives
Maintain delivery readiness across peak volume periods
- Productivity & Continuous Improvement Execution
Support service catalog optimization and standardization
Improve case routing efficiency and resolution timelines
Execute span-of-control and pyramid optimization initiatives
Support location mix optimization aligned to delivery strategy
- Transformation Initiative Deployment
Support rollout of digital HR enablement solutions
Drive adoption of self-service and case deflection initiatives
Deliver productivity improvements aligned with account roadmap
- Stakeholder Engagement
Engage with regional HR stakeholders and platform teams
Support governance discussions on delivery performance
Provide delivery insights and improvement recommendations
Build trusted relationships with client operational stakeholders
- Reporting & Analytics Governance
Monitor backlog trends and performance variances
Ensure accuracy and consistency of operational reporting
Support delivery forecasting and workload planning
- Transition & Stabilization Support
Ensure SOP readiness and training completion
Lead delivery stabilization activities post-transition
Coordinate staffing readiness for new services
Support transition governance with mobilization teams
- Escalation & Risk Management
Address service disruptions and performance risks proactively
Resolve operational bottlenecks impacting service delivery
Escalate critical risks to CL5 leadership where required
Maintain delivery continuity across locations
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Designation: Delivery Lead Senior Manager
Qualifications:Any Graduation
Years of Experience:16 to 25 years
About Accenture
Accenture is a global professional services company with leading...
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